Suspensions
What tab would you find the Notice of Adverse Action (NOAA) was sent and the user's activity in the last month?
Ops Dashboard > Notification
What steps should you take when a user writes in asking for their email to be updated
Use the Change Account Info - Email (not provided) macro to guide the user on how to update it in-app.
Describe the PAYMENT_INSUFFICIENT_FUND status code
This occurs when the card declines due to insufficient funds. The payment will be retried in 12 hours, and users can update their payment method in the app.
Is it possible to reschedule a 1st payment?
No, rescheduling the 1st payment is not possible
Suspension Timeframe for PastDueRent
30 days
Create an empathy/appreciation statement for a scenario where the user writes in to update their phone number, provides the number, states they have tried in the app but were unsuccessful.
Points for any applicable empathy/appreciation statement.
example:
Thank you for reaching out to update your phone number. We understand how frustrating it can be when things don't go as smoothly as expected. We appreciate your patience and effort in trying to make the change through our app. To ensure your information is up-to-date, we've successfully updated your phone number to [new number]. If there's anything else we can assist you with, please don't hesitate to let us know. Thank you for being a valued customer!
Describe the PAYMENT_DEFAULT_FAILURE status code
This is a catch-all case for card declines due to a bank or card error. The payment will not be retried, and users are informed to contact their bank if necessary and update their payment method as needed.
Create an empathy statement a user that has a suspended account for the next 90 days.
Example: We understand that having your account suspended for 90 days can be concerning.
Any good empathy statement.
What is one way to enhance the "Request Denied" macro?
When sending the corresponding "Request Denied" macro, rather than stating the generic "we advise waiting for a minimum of XYZ days.", you should provide the date in which they are recommended to wait until to reapply.
What steps should you take if you receive a 500 Error when updating a phone number?
What information will the app provide to customers when their payment fails?
The app will provide customers with a more specific failure reason, whether the payment will be retried, when the payment will be retried (if applicable), and what they should do next.
Under what conditions should an agent update the repayment date for a series of months?
An agent should update the repayment date for a series of months only if the customer explicitly mentions that they want a permanent change, not just a one-time change.
What is the suspension timeframe for DQ180
24 months
What steps should you take when a user writes in about updating their phone number and provides the updated information.
1. Update the information in Ops Dashboard
2. Respond to the user letting them know we have updated their info
3. Proactively provide the steps to update their phone number for future reference.
What steps should a user take if they receive a PAYMENT_GENERIC_DECLINE status in the app?
If a user receives a PAYMENT_GENERIC_DECLINE status, they should update their payment method and attempt processing the payment again in their app. The app will inform them that the payment will be retried automatically in 12 or 24 hours.
What is the corresponding macro for an NOAA for Credit Score is in the users account?
"Resume Request Denied (credit score)"
If the user has provided the new information, what steps do you take to update the info?
-What system?
-What tab?
-What drop down? What do you select from the drop down?
-Any other relevant details
Proceed to update it in the Ops Dashboard:
What should users expect if their payment fails due to the PAYMENT_UPDATE_CARD status?
If users receive the PAYMENT_UPDATE_CARD status, it indicates that the payment has failed due to specific issues with the card, such as it being expired, reported stolen, or otherwise compromised. Because these issues require the user to take action to update or replace their card, the payment will not be retried automatically. Users are prompted to update their payment method within the app to resolve the issue. This approach ensures that users address the underlying problem with their card, preventing further declines and potential disruptions to their services.